The large-scale network Optus outage led Stephen Rue, Optus CEO to issue a formal apology before the Australian Parliament that disrupted mobile and emergency services nationwide. Rue acknowledged the company’s operational shortcomings and promised extensive reforms to strengthen network reliability and cybersecurity standards.
Speaking at a Senate hearing, Rue said that Optus is focused on restoring customer confidence and improving internal systems to prevent future failures. He emphasised the need for stability in leadership as the company continues its recovery and transformation efforts.
Cause and Impact of the Optus Outage
The Optus outage occurred on September 18, during what Optus later identified as a firewall upgrade. A procedural error during this maintenance activity triggered a system lockout, interrupting voice and data connectivity across multiple regions.
According to the company’s internal review, the issue stemmed from human error that prevented traffic from being diverted properly during the upgrade. As a result, users experienced widespread disruptions in mobile, broadband, and enterprise communication services.
Rue said the company has since implemented stricter protocols for network maintenance, including real-time redundancy checks, automated failover systems, and enhanced coordination between infrastructure teams. These steps, he added, are designed to ensure that essential services remain operational during any future technical adjustments.
Optus has also launched an independent technical audit to assess system vulnerabilities and recommend structural improvements. The review will focus on identifying areas where automation and monitoring can further reduce the risk of Optus outage.
Leadership and Organisational Changes
While Rue rejected calls to step down, he announced a renewed focus on leadership accountability and operational resilience. Optus confirmed that Chief Financial Officer Michael Venter and Chief Information Officer Mark Potter will leave their roles in early 2026, marking part of a broader organisational restructuring under parent company Singtel.
Rue said the company remains committed to long-term stability rather than reactive changes. “Another leadership transition at this stage would disrupt the progress we are making,” he said, noting that the current focus is on reinforcing customer trust and accelerating infrastructure upgrades.
The CEO also revealed that Optus is expanding its cyber and network operations centre, integrating new AI-based analytics tools to predict and mitigate service risks. This initiative, he said, reflects Optus’s goal of building a more transparent and adaptive technology environment.
Strengthening Cyber and Network Infrastructure
The latest Optus outage adds to a series of operational challenges for Optus, which has been under scrutiny since the 2022 cyber incident that exposed millions of customer records. Following that event, the company adopted stronger encryption systems, multi-layer security protocols, and faster breach detection mechanisms.
The September Optus outage network disruption, however, highlighted the importance of aligning cybersecurity with network reliability — two areas that often overlap in modern telecommunications. Experts note that integrating these domains is essential for managing both intentional and unintentional system failures.
Optus said it has already begun deploying advanced firewalls and automated routing systems that can isolate network faults without impacting critical connections. In addition, it plans to expand its customer communication channels to provide real-time Optus outage updates through apps, SMS alerts, and web dashboards.
Industry observers believe these initiatives could set a new standard for operational transparency in Australia’s telecom sector. “The next phase of telecom resilience is about smarter automation and proactive diagnostics,” said a technology analyst familiar with Optus’s transformation plans.
Focus on Recovery and Customer Confidence
In his closing remarks to Parliament, Rue reaffirmed the company’s commitment to learning from recent events. “Our responsibility is to ensure Australians can depend on us at all times,” he said. “We have reviewed every process, and we are implementing systems that make our network stronger and smarter.”
Optus’s recovery plan includes both technical and customer-facing improvements — from streamlined maintenance workflows to enhanced compensation protocols for affected users. The company said it will continue engaging with regulators, partners, and technology providers to ensure its systems meet the highest standards of reliability and security.
While challenges remain, Optus leaders maintain that the lessons from this Optus outage will help reshape the company’s approach to cyber resilience and service continuity. The focus, Rue said, is on building a network capable of supporting the country’s growing digital infrastructure with greater stability, safety, and speed.
